Business Friendly Customer Service

Business Friendly Customer Service

By Nancy Friedman, Keynote Customer Service Expert on Sales and Communications; President, Telephone Doctor Customer Service Training   When you take the “friendly” out of Business Friendly, the only thing you have left is business – business as usual. And we all know that’s just not good enough. You may be asking yourself, “What exactly is Business Friendly customer service?” We define it as the middle ground between being too cold, impersonal and uncaring, and the other extreme of being too familiar. I’m sure we’ve all experienced both. Here are five points to help you deliver Business Friendly customer service. Every Call is Unique – Don’t Become Desensitized: The customer interaction you perform at the end of the day needs to be as upbeat and helpful as you were with the first one of the day. What happens is often times we get the same questions over and over and it’s easy to become desensitized. We need to remember that to the customer, his question is new to him. And it’s the first time for him; no matter what time of day it is. Solve the Problem – Don’t Argue: You know the old saying “the customer is always right.” Well, the reality is “the

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Do You Suffer From Emotional Leakage?

By Nancy Friedman, Customer Service & Communication Keynote Speaker & President, Telephone Doctor Customer Service, Inc. Emotional Leakage – Getting at mad at Peter and taking it out on Paul. Not right, not fair, not fun. We’ve all seen it happen. A co-worker comes into work storming angry; mouth turned down in a frown; walks through the office without saying hello to anyone; sits down at his desk and starts barking orders to his coworkers; doesn’t come out of his office; and when his phone rings he picks it up and bellows out: “Yea?” Sad isn’t it? Something must have happened before he got to work and he carried it right inside the building. Telephone Doctor calls this “Emotional Leakage” and we cure it all the time. Hey, it’s no fun to get up on the wrong side of the bed in the morning. And it’s sure not fun to get a flat tire on the way to work or to argue with someone before breakfast. It’s unfortunate that some people aren’t able to shake it off and move on about their business. Emotional leakage is getting mad at Peter and taking it out on Paul. Not right, not fair, not fun.

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6 Cardinal Rules of Customer Service

By Nancy Friedman, Keynote Speaker; Customer Service & Communications Expert; and President of Telephone Doctor Customer Service Training   FACT: The best weapon for a successful business is customer service. It’s that simple. We will pay more for better service! So whether you’re a small business owner or Hewlett Packard or only looking for ways to improve, read on. We believe in helping businesses get better at communicating with their customers. To get off on the right foot with your customers whether it’s via phone or face-to-face, or any of the other touch points, here are the Telephone Doctor’s Six Cardinal Rules of Customer Service. Adapting these easy steps will make your day, and more importantly, make the customer’s day a better experience for you and your company.   Cardinal Rule # 1 – People Before Paperwork When someone walks into your place of business, or calls you while you’re working on something, drop everything for that person. Remember, paper can wait, people should not. We’ve all been abused when we go shopping and been ignored and we know how that feels. Let’s not abuse our own customers. Remember: People before paperwork.   Cardinal Rule # 2 – Rushing Threatens Customers Sure,

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Negotiation Cliff Notes for Those in a Hurry

By Nancy Friedman, Keynote Speaker, Customer Service & Communications Expert, President – Telephone Doctor Customer Service Training   Those of us who negotiate normally want short, quick tips to help us. So here are some Cliff Notes to help you in those daily negotiations. And let’s face it, we are always negotiating. Family, business, you name it. I’ve even negotiated with a waitress. Long story. I’ll hold it for another time. But it was negotiating. So here are 8 tips to hang on your wall: 1.      Don’t discount a price right off the bat. 2.      Be strong and confident about your product and price. Your opponent will be seeking price concessions if your delivery is weak. 3.      Delay giving concessions until the end of the conversation. See point 8 below. 4.      Have a “nice” way to reject an offer. There are always feelings involved. 5.      Never underestimate your strength in a negotiation. Your opponent won’t. 6.      Negotiations begin at the beginning of the conversation. From hello on forward. 7.      Avoid ”goodwill” conceding. (i.e., Don’t give things away because ‘the opponent is so nice.’) 8.      When you GIVE something, be sure you GET something back in return. An order? A larger order? A

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Words that Ruin a Relationship

By Nancy Friedman, Keynote Speaker, Customer Service & Communication Expert and President of Telephone Doctor Customer Service Training   DANGEROUS WORDS – NEGATIVE WORDS Or known as conversation diverters. Just as ALWAYS and NEVER are also conversation diverters, below are a few more words/phrase that will make your customers, potential customers, along with friends and family veer away from the real point of your conversation. So best we eliminate them from our routine and vocabulary. It’s not easy to do. If it were easy to do, everyone would be doing it and we know everyone isn’t doing it. Remove these disruptions from your sales, service and any communications and presentations and watch the scene go smoother. “It’s not our policy.” – Ouch! Okay, okay, most every company has policies and it’s something we need to deal with on a daily basis I’m sure. What we realized was it’s not necessarily the policy that’s frustrating, it’s blurting out first and foremost, “It’s not our policy” or in some cases it’s “their” policy. The policy needs to be rephrased so that it starts off in a more positive way. We like to say ‘rejecting gently.’ And rephrasing policies are a good way to explain what’s not gonna happen. Next time

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Top 30 Reasons Sales People Fail

By Nancy Friedman, Speaker, Sales, Customer Service, Communications; President Telephone Doctor Customer Service. We run a pretty good sales team at Telephone Doctor. Several team members have been with us over 15 – 20 years. One even longer. Some have left after 3 weeks. My guess is those that have left, left due to one of these ‘reasons.’ Actually it’s not a guess. One of these reasons is definitely why they left. Like all lists, it’s not final. There are other reasons, however, I believe you’ll agree this is a good start. Share with your sales team.  They don’t practice their skills They’re not flexible They’re not a team player They don’t use their sense of humor They don’t use their imagination They don’t listen to management They make no effort They get too comfortable, too fast They interrupt too often They don’t ask enough open-ended questions They make too many assumptions They’re not sales minded in all areas They’re not able to handle corrective criticism They don’t have enough enthusiasm They have poor time management skills They don’t use their Saturday night personality during the week They don’t have a “Whatever It Takes” mentality They lose their focus They’re not able

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Customer Service vs. Common Sense?

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service Training   We’ve all heard the saying: “Hey, customer service is just plain old common sense.” But then we all know, too, common sense is NOT that common.  Decided to make a quick list of a few common sense things that aren’t so common. See if you agree and love to have you ‘add on’ to the list. There are many more. * Cover your mouth when you yawn, cough or sneeze. * Say “you’re welcome” vs. “no problem” when someone tells you “thank you.” * Smile back at others. * Better yet. SMILE FIRST at others. * Write handwritten thank you notes when you receive a gift. Or get a new customer which is a gift! Save the text for a lunch date. Handwritten notes won’t go out of style. Texting will eventually be replaced with something else. * Bump into someone at the mall, in the hall? Say, “Excuse me.” * Remember you get more with sugar than you do with vinegar. * Stand up when a customer walks into your office or place of business. Greet the customer warmly. * Open doors for others. (Physically and emotionally

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Do You Suffer From Emotional Leakage?

By Nancy Friedman, Keynote Customer Service speaker, President, Telephone Doctor Customer Service, Inc.   Emotional Leakage – Getting Mad at Peter and Taking it Out on Paul. Not right, not fair, not fun. We’ve all seen it happen. A co-worker comes into work storming angry; mouth turned down in a frown; walks through the office without saying hello to anyone; sits down at his desk and starts barking orders to his coworkers; doesn’t come out of his office; and when his phone rings he picks it up and bellows out: “Yea?” Sad isn’t it? Something must have happened before he got to work and he carried it right inside the building. Telephone Doctor calls this “Emotional Leakage” and we cure it all the time. Hey, it’s no fun to get up on the wrong side of the bed in the morning. And it’s sure not fun to get a flat tire on the way to work or to argue with someone before breakfast. It’s unfortunate that some people aren’t able to shake it off and move on about their business. Emotional leakage is getting mad at Peter and taking it out on Paul. Not right, not fair, not fun. Taking a

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7 Traits of a Successful Leader

By Nancy Friedman, the Telephone Doctor  Do you ever wonder how and why some folks are successful, natural born leaders and some aren’t? How some folks learn to deal with the ups and downs of life and find a way to make things better while others are so down and find the smallest thing to complain about? And keep complaining. They don’t deal or play well with others. Successful leaders seem to have a trait, or several traits as a matter of fact, traits which allows them to move forward in a more positive mode. There are many traits successful leaders have. Here are seven we believe in and want to share.   Your Attitude is Your Choice – Successful leaders have great attitudes. No one else can make you have a great attitude but you. So you are totally in control of this factor. You can wake up, smile, and feel this is gonna be a great day. That’s your choice. Or, you can wake up and decide it’s gonna be a crappy day. Again, your choice. Which would you rather have? And let’s not forget, there is a difference between an attitude and a mood. Know what it

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Let’s Not Make Customer Service Harder

By Nancy Friedman, the Telephone Doctor/Speaker  In a society where poor customer service is rampant, a well-trained company staff can shine if everyone adopts and commits to some simple service approaches. The result can mean not only keeping your customers happy, but also keeping them period! What is the biggest and most costly customer service mistake in business today? My answer is simple – “We’re just not friendly enough.” Customers should be treated as welcome guests when they call your office. Instead, they’re often treated like an interruption or, even worse, an annoyance. More than 90 percent of all customer service starts with a telephone call. That said, customer service mistakes happen anytime and in many ways. Customers can communicate with your company through any one of the six touch points of communication and any one of these touch points can damage a relationship, often permanently. Email Voice Mail Snail Mail Phone Fax Face-to-Face (We left off texting on purpose. Let’s leave that out for now. More on that later.) Two of these communication tools are what is known as “synchronous;” the other four are “asynchronous.” Synchronous is instant communication, when two or more people are able to communicate immediately

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Listen UP!

by Nancy Friedman, the Telephone Doctor Do you know what the number one skill in sales and service is? I gave you a hint in the title. Right – listening skills. Do we really LISTEN? Most of us ‘hear,’ but do we really listen to what people are saying? Are there any methods, tricks, ideas, tips or techniques to make us better listeners? Yes, there are. Listed below are some of the often used skills of better listeners. What do you think the difference is between listening and hearing? Bottom line: Hearing is physical. Listening is mental. What do some folks do that others don’t in order to be a good listener? It’s pretty simple. Take a TV commercial. Most of us normally hear it, but do we always listen to it? Probably not. Especially if it’s about something we’re not particularly interested in for ourselves. Take the Super Bowl. We talk about the commercials before they’re even on TV. How many can you remember now? My guess is you’ll recall those that were of ‘interest’ to you. We probably ‘heard’ them. We may have watched them. But again, how many did we really listen to? Pay attention to? Below

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Are You Passive, Average or Proactive?

By Nancy Friedman, The Telephone Doctor   Take the Test and Find Out Read the scenarios below and ask yourself…which type am I? # 1. The customer says (either on the phone or in person): “Tell you what, I’ve decided not to take the Blue Widget.” Answer from a PASSIVE person: “OK, thanks. Have a nice day.” Customer feels nothing. Usually disappointed. # 2. The customer says (either on the phone or in person): “Tell you what, I’ve decided not to take the Blue Widget.” Answer from an AVERAGE person: “You sure?” Customer feels slighted. Probably could have used a little help. # 3. The customer says (either on the phone or in person): “Tell you what, I’ve decided not to take the Blue Widget.” Answer from a PROACTIVE person: “Wow! Sorry to hear that. Are you aware there’s a Widget maker that goes with it at a discounted price? You’ll have several uses for it. Why not try it? You’ll love it.” Customer feels great. Didn’t realize there was an accessory with it and buys the Widget and the Widget maker. See the difference? Now, which one are you? FACT: There is absolutely nothing wrong with any of these

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Is it a Problem or an Inconvenience?

By Nancy Friedman, Speaker, President Telephone Doctor Customer Service There is a huge difference between a problem and an inconvenience. You know it, I know it and your customers know it. Listen to what HAPPENED TO ME the other day. We ordered a new copy machine at Telephone Doctor. Gentleman brings the machine into the office. As he’s installing the machine, one of the ladies sees the screen has a rather large crack on it and tells the installer. The young man who wheeled in the machine came looking for me to tell me and proudly exclaims, “Mrs. Friedman, we have a problem.” Because I am a problem solver I asked, “What is it?” “Well,” he says, “the screen on the copier machine is cracked.” I say, “Can it be fixed?” He says, “yes ma’am.” “Well, then,” I tell him, “we don’t have a problem, we have a minor inconvenience.” He thought about that and then smiled. “When can it be fixed?” I ask. “Oh, today for sure,” he says. Then I assured him, “We don’t even have an inconvenience.” Why even use the word ‘problem?’ Why alert the customer to that? If you really need to let them know something

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What’s Your R-T-C Factor?

By Nancy Friedman, The Telephone Doctor In interviewing our customers, I found that there were several things they value. Things they want before the product or the service. They boiled down to three basic wants comprising of what we now call the R-T-C factor: Relationship, Trust and Consistency. Let’s go over them: 1.  R – – Relationship  Building rapport is an overlooked art. Call many companies and the first word shouted at you is: “Name?” No “nice to meet you by phone” or even a “good morning.” There’s very little rapport building found in today’s customer service. Relationship starts within the first 4 to 6 seconds of a phone call or within 30 seconds for an in-person visit. That sets the stage for the rest of the transaction. Plus, it lays the groundwork for possible future business. Rapport building and relationships are vital to every communication exchange. It’s a simple basic process.  2.  T – – Trust If the customer is unable to trust what you say, the relationship will melt to zero. Gaining the trust of your customer is the KEY to relationship. From following through when you promise to call or fulfilling the company’s guarantee statement, creating trust

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8 Sinful Customer Service Actions

  By Nancy Friedman, Keynote Speaker, Author, President, Telephone Doctor Customer Service This is not MY list. These “sins” are from my audiences who share their views when I speak at conferences across the country. We survey the groups to find out what bothers them from companies. And man, how they love to vent. And they love to let me know what bugs them, what frustrates them, how they want to be treated as a customer. Usually a freewheeling discussion and one that gets my attention a lot. It should get yours. So listen up. Your customers are talking to you. And customer service training can help you. Drum roll please…in no particular order. By the way, these go for on the phone or in person. As a matter of fact, all 6 touch points of communication.   Sin #1: Not smiling Man is that important. Our Telephone Doctor motto: “A phony smile is better than a real frown” would have helped the gal who was trying to help me Saturday. What a poopy face she had on her. I refused to let it get me down or let her infect me at all. I smiled all the way through

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Scripts vs. Conversations

By Nancy Friedman, President / Keynote Customer Service Speaker / Telephone Doctor Customer Service Training   For years I have been working with companies to upgrade, tweak and help with scripts their sales and/or customer service reps. Fast forward. Now we’re trying to get our clients who ask for help with a script to consider going to conversations with aided recall. There is danger and pitfalls to both scripts and conversations though. Let me explain. Scripts were designed for actors. Actors know how to read a script. Most folks don’t. It’s that simple. When you give a person a script they tend to ‘read’ it. Well what’s wrong with that Nancy? Aren’t you suppose to read a script? Yes, but it’s the old ‘HOW’ you read it that counts. We have all been accosted by a phone call and someone poorly reading their script. Yawn, yawn or worse. And in the professional scripts there are words for everyone (all actors) to respond. In your business script there’s normally only words for what the rep is saying. There are no words for the customer – the responder (the other actor). Oh there may be some things like “if the customer says

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Why “Hi, how are you?” is Semi-Useless

By Nancy Friedman, The Telephone Doctor My mother lived with me in her last years. We enjoyed her sense of humor. Here’s part of what made me realize how useless the phrase, “Hi, how are you?” really is. The house phone rang. Esther answered. The man says, “Hi, Mrs. Friedman, this is Dan from XXX. How are you?” My mother says – without missing a beat, “I’m so glad you called. I have a bad case of diarrhea, a terrible migraine, been vomiting all day, my pacemaker is running slower than normal, and I have a bad rash. How are you?” He said, “Well, compared to you, a hell of a lot better” and hung up. Point being, “Hi, how are you” is semi-useless especially to those we don’t even know. I’ve seen folks pass in the halls, in a mall, in an office, everywhere. One says, “Hi, how are you?” The other says, “Fine, how are you?” No one stops; they’re still walking and nothing was accomplished. I’ve removed “Hi, how are you” from my vocabulary. It’s been replaced with any one of these phrases and I share them with you: Good to see you. Hi, you’re looking well.

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eCommerce Customer Service

By Nancy Friedman, Keynote Speaker, Customer Service Expert and President of Telephone Doctor Customer Service Unless you live under a rock, you know we are well into the era of the internet, online and social media. The demands of customers for superior service have intensified. No argument there. Remember: It’s all about the “experience.” To understand the impact, look at customer communication in two categories: synchronous and asynchronous. Synchronous – meaning that both people communicating need to be on the same device at the same time such as phone, face-to-face, chat, and the like. You ask and you get results immediately. No waiting. Asynchronous, of course, is one-way communication such as fax, voice mail, email and good old snail mail. (Remember that?) When we think of regular customer service, we generally think of face-to-face and telephone interactions. But today suffice to say, there are way more ways to communicate with our customers and the online is a powerful part of that communication. More and more organizations are exploring new opportunities in electronic eCommerce. They sense that they can reach segments of their audiences more quickly and effectively online. With this in mind, there is a greater need than ever before

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Scattered, Random Thoughts

By Nancy Friedman, Keynote Speaker, Customer Service Expert and President of Telephone Doctor Customer Service   As an admitted A.D.D., I’ve always wanted to do an article like this; sharing thoughts that randomly come into my mind. Some are business thoughts and some are personal. Enjoy.  * I really have a hard time with the person who says, “Oh, ok” when I’ve just logged a complaint. It’s as though they didn’t hear me. That’s not the right thing to say when I’m not a happy camper.  * Don’t you hate it when you let someone in front of you in traffic and they don’t wave a thank you?  * Forrest Tucker of F Troop, for those who remember, once told me, “Some folks get overcome with the smell of their own perfume.” Great statement when you realize what he meant.  * Why does the nurse say, “The doctor will be right with you” and then they don’t show up for 45 minutes.  * How about the person who takes the last cup of coffee from the pot and doesn’t make more?  * Ever wonder why some folks aren’t able to laugh at themselves?  * Someone once told me, “Grow old

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11+ Theatre Skills for Customer Service

By Nancy Friedman, Keynote Speaker, Customer Service Expert and President of Telephone Doctor Customer Service   What type of theatre experience have you ever had? Why do I ask you that question? Because if you have ever been on stage in a play, part of a band, chorus, dance group, stage manager, grip, sound, prompter, make up, lighting, director, or any form of theatre where the audience and other co-workers are depending on you, then you probably already know the answer to why I ask. And you probably have a great background for customer service! I have a professional theatre background and it has helped my career thrive immensely in the customer service arena. Now, it doesn’t mean if you don’t have a theatre background you won’t be good in customer service, it just means you’ll understand the mentality of customer service faster, and perhaps better. Theatre 101, as I call it, is a perfect pre-curser to being in customer service. It prepares you in the best way for all these topics and many more. I fibbed, there are more than 11 skills. That’s a good thing though. Here they are. * Interacting with others * Being on time *

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